Pharmacy Experience Lead

Role Overview

The Pharmacy Experience Lead plays a vital role in ensuring patients receive safe, straightforward, and seamless treatment journeys through every prescription. This leader oversees the Pharmacy Support team's daily operations, fostering a high-performance, compassionate environment that consistently delivers timely and excellent patient support. By leveraging data, patient insights, and hands-on coaching, the role focuses on enhancing team performance, removing obstacles, and continuously improving patient communications throughout their prescription experience.

Key Responsibilities

• Lead and nurture the Pharmacy Support team by encouraging a patient-centered, high-achieving culture.
• Manage daily workflows, resource allocation, and workload distribution effectively.
• Recruit, onboard, and develop team members via regular coaching sessions, evaluations, and career growth support.
• Promote a culture grounded in responsibility, teamwork, and ongoing improvement.
• Ensure patients experience a professional, efficient, and caring service at every step of their prescription process.
• Oversee resolution of pharmacy inquiries, prescription modifications, delivery questions, stock challenges, and patient escalations promptly.
• Enhance patient communication strategies to minimize avoidable contacts and elevate satisfaction levels.
• Analyze customer feedback and complaints to identify patterns and introduce meaningful improvements.
• Track key performance indicators such as response times, quality, productivity, backlog, and patient satisfaction to maintain excellence.
• Spot operational inefficiencies and implement scalable solutions to boost efficiency.
• Champion continuous operational enhancement projects within the pharmacy function.
• Enforce adherence to established processes, standard operating procedures, and quality benchmarks.
• Collaborate with the wider Operations team to streamline workflows affecting patients’ journeys.
• Conduct regular quality assessments including ticket audits, call monitoring, and compliance checks.
• Assist in investigating complaints, incidents, and significant events, driving corrective and preventative measures.
• Ensure full compliance with regulatory standards, company policies, and governance requirements.
• Identify skill gaps and implement training plans to raise quality and consistency.

Candidate Profile

• Proven leadership experience managing high-volume customer service or operational teams.
• Strong coaching and team development capabilities.
• Demonstrated expertise in KPI management and operational performance enhancement.
• Experience driving process improvements and leading change initiatives.
• Excellent communication abilities.
• Strong analytical skills with a data-driven decision-making approach.
• Highly organized with keen attention to detail.
• Ability to thrive in a dynamic, fast-moving environment.
• Healthcare, pharmacy, or regulated industry experience is a plus.
• Familiarity with Zendesk or comparable CRM systems advantageous.
• Knowledge of pharmacy operations or prescription handling is beneficial.
• Experience collaborating with cross-functional teams including tech and product departments is desirable.

Benefits and Perks

• Generous holiday allowance starting at 25 days, increasing to 27 after one year and 30 after three years, plus bank holidays.
• Employer pension contributions up to 5% matching.
• Flexible working options including work-from-home opportunities.
• Additional wellness programs such as cycle-to-work scheme and private healthcare coverage.
• Opportunities for professional growth, event representation, and skill development support.
• Enhanced maternity and paternity leave provisions.

About Montu UK

Montu UK is a pioneering digital health organisation specialising in cannabis-based medicines aimed at improving patient access to safe and effective treatments. The company integrates innovative technology with expert clinical care to support patients through every stage of their treatment journey.

As a rapidly expanding business, Montu UK fosters a collaborative and supportive work environment, enabling individuals to grow their careers while making a positive impact within healthcare.